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I've seen no mention of recording being an option with the IP Phone Agent. I also note that the record buttons are unavailable (ghosted) in the Supervisor Desktop for IP Phone Agent calls.Does this mean it can;t be done?

tonycody by Level 1
  • 559 Views
  • 2 replies
  • 0 Helpful votes

If you want some sentences to be recognized I have configured the Create Menu grammar step and then use the Simple Recognition step but i receive an error of Nuance can not compile. Is there something more I have to configure for Nuance?

6rlopez_2 by Level 1
  • 420 Views
  • 1 replies
  • 0 Helpful votes

During normal operations some users with Desktop Agent are unexpectedly put into Not Ready condition. They are able to recover by going back to a Ready state. They are not missing calls which were assigned to them. Other agents continue to be in a Re...

I have an IF statement node with the following formulaSkill.Group name CallsQueuedNow>5 play busy. Does not seem to ever hit that busy node calls are still collecting in the queue. Any suggestions

lmrscheff by Level 1
  • 569 Views
  • 2 replies
  • 0 Helpful votes

I work with IPCC enterprise (ICM ver 4.6.2) and i need to change the ANI when call arrived to other unique ID and forward this call with the new ANI.How i change this parameter at Script editor if i can?

Is it possible to install IPCC Express, then upgrade to IPCC Enterprise later?What would need to be done?i.e. Can we re-use scripts we've written? Can we migrate agent configurations/reporting databases and so on?ThanksAaron

I want to map called numbers with a name that can be displayed to in the enterprise data field on the agent desktop.The client has ipcc expressed enhanced so I cannot query a database for the data. I could use the if and then set to match and then ma...

bphelps by Level 2
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  • 9 replies
  • 0 Helpful votes

Resolved! voice monitoring

With a Cisco Customer Response Server ,we can mornitor a call ,recoder and playback it.It says that supervisor can silently monitor and record an agent’s phone call.I want know what is the agent ?Can I just use this supervisor to silently monitor and...

standist by Level 1
  • 576 Views
  • 2 replies
  • 0 Helpful votes

When viewing the ACD stats in the desktop agent the results all indicate zeros. This used to be working but recently noticed that they all indicate zeroes.IPCC Express 3.5.2sr1 with Call Manager 4.0(2a)sr1.Any ideas?Thanks